We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 380824 results
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Decision Reference DRN-5255655
30 Jun 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5255655 The complaint Mr M complaints that a car supplied to him under a hire purchase agreement with Creation Consumer Finance Ltd (CCF) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional ... (6 pages)View decision -
Decision Reference DRN-5487289
30 Jun 2025 Ascot Lloyd Limited Not upheldInvestmentsDRN-5487289 The complaint Mr and Mrs P complain that Ascot Lloyds Limited trading as Ascot Lloyd continued to take commission from their investments even though no changes were made to their account. What happened Mr and Mrs P made their investments over twenty years ago with a predece... (2 pages)View decision -
Decision Reference DRN-5263030
30 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5263030 The complaint Mr D is unhappy Wise Payments Limited won’t refund payments he sent as part of a scam. Mr D brings his complaint through professional representatives, but for simplicity I’ve referred to the actions of Mr D throughout this decision. What happened In early 2022 ... (5 pages)View decision -
Decision Reference DRN-5216527
30 Jun 2025 HiFX Europe Limited Not upheldBanking and PaymentsDRN-5216527 The complaint Mr D is unhappy that HiFX Europe Limited won’t refund payments he made as part of a scam. Mr D brings his complaint via professional representatives, but for simplicity I’ve referred to the actions of Mr D throughout this decision. What happened In early 2022 M... (6 pages)View decision -
Decision Reference DRN-5588800
30 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5588800 The complaint Mr Z has complained that Santander UK Plc (“Santander”) prevented him from withdrawing a large sum of money from his account to pay for building work. What happened Mr Z had phoned Santander in advance to request a £51,500 cash withdrawal to be made from a Sant... (4 pages)View decision -
Decision Reference DRN-5332250
30 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5332250 The complaint Mr O is unhappy that Monzo Bank Ltd won’t reimburse money he lost to a scam. What happened The investigator has already set out the background to this complaint, so I’ll only do that briefly here: - Mr O was introduced to someone (“S”) through his brother tha... (4 pages)View decision -
Decision Reference DRN-5465649
30 Jun 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5465649 The complaint Mr L has complained that Hyundai Capital UK Limited paid a parking fine on his behalf, then passed the cost and an admin fee on to him. What happened Mr L has a car hire agreement with Hyundai. It received a parking fine in respect of the car, which it paid, wi... (2 pages)View decision -
Decision Reference DRN-5548839
30 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5548839 The complaint Mr I complains Bank of Scotland plc trading as Halifax (Halifax) failed to support and refund him for a fraudulent transaction on his account at an Automated Teller Machine (ATM). Mr I was represented by his daughter on his complaint. What happened On 8 Janua... (3 pages)View decision -
Decision Reference DRN-4832081
30 Jun 2025 Morgan Lloyd SIPP Services Limited Not upheldPensions and AnnuitiesDRN-4832081 The complaint Mr L complains Morgan Lloyd SIPP Services Limited (‘ML’) failed to carry out sufficient due diligence on the investments it allowed him to hold within his ML self-invested personal pension (‘SIPP’), that it wasn’t proactive when things started to go wrong with ... (26 pages)View decision -
Decision Reference DRN-5439505
30 Jun 2025 Unum Ltd Not upheldInsuranceDRN-5439505 The complaint Mrs P has complained that Unum Ltd declined a claim she made under a group income protection policy. What happened Mrs P has the benefit of a group income protection policy through her employer. The policy will pay benefit after a deferred period of 26 weeks if... (3 pages)View decision
